As we all know, bad news has a way of proliferating through the social Web like no other medium. So for a business often misunderstood as a ticket scalping service, making social conversation actionable was a primary consideration of the Customer Care team at StubHub, the world’s largest ticket marketplace.
Last year, the company implemented a comprehensive social analytics and engagement solution to increase customer engagement, improve customer insight and the overall brand perception to customers. There were challenges, lessons learned and impressive results achieved.
In this 23-minute case study, presented by John Daigle, Manager of Executive Customer Care and Exceptions Analytics, learn how StubHub uses Attensity Respond to:
- Reduce the time social responders spend looking for customer issues so that they spend more time solving them
- Easily find and respond to customer posts on multiple social networks like Twitter, Facebook, Youtube, etc.
- Quickly identify actionable posts, and engage customers with proactive solutions and advice
- Prioritize the most urgent conversations and route them to the appropriate agent for response
